Operational Excellence
People First – Philosophy that both the customer and the agent come “first”
Cross Site coordination with Client, Account Management and Operations
“Metrics that Matter” systematic management and Performance improvement plans developed by Team and Agent via SMART coaching and planning
Focus Groups
Scorecard Driven reporting
Quality driven Analytics
Staffing and Scheduling
CCC Team dedicated
The existing CCC staffing intelligence based on business need will be leveraged and schedules implemented accordingly
Cross site staffing support will continue
The team in Costa Rica are all full time employees
Night shift premium and overtime regulations will apply
All agents are salaried as per Costa Rica Labor law
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
Thursday, May 3, 2012
STRENGTHS PROVIDED BY COSTA RICA'S CALL CENTER
Leadership Development
SMART Coaching methodology will be instituted to ensure consistency
Internal Promotions and Cross Skilling talent
Training
Initial New Hire training will be T3 and conducted by experienced Trainer
The Costa Rica Call Center team provides initial assessments and ongoing support
“ESP” – Early System Programming
The Psychology of Selling – phone skills
Phonetics
Scripting Practice and suggestions for modification and improvement
Personal development – self-esteem and confidence
Quality
Transactional requirements, remote and side by side
Coaching, role playing and recording playback
FCR and CSAT focused
ESAT to ensure positive movement and experience for the customer
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
VALUE PROPOSITIONS COSTA RICA'S CALL CENTER
Human Resources
Professional staff with extensive call center experience
Consultation and support with industry experts local to Costa Rica team members
Security, Criminal and Reference checks
Coaching and leadership development support
Payroll, benefits and taxes
Incentive engagement
Average Agent Tenure = 1.3 years
Recruiting
Weekly advertisements in San Jose Newspapers promoting on site Job Fairs
Online and Social Media advertising
Resume collection and screening
100 resumes – 65 are interviews scheduled
1st interviews – 10 proceed to 2nd interview and testing
Testing Tools – Written and speaking skills, data entry, computer skills
All agents hired are bilingual English and Spanish
All agents hired have call center or service oriented experience; proficient with computers; and are well acclimated with Western culture
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
Professional staff with extensive call center experience
Consultation and support with industry experts local to Costa Rica team members
Security, Criminal and Reference checks
Coaching and leadership development support
Payroll, benefits and taxes
Incentive engagement
Average Agent Tenure = 1.3 years
Recruiting
Weekly advertisements in San Jose Newspapers promoting on site Job Fairs
Online and Social Media advertising
Resume collection and screening
100 resumes – 65 are interviews scheduled
1st interviews – 10 proceed to 2nd interview and testing
Testing Tools – Written and speaking skills, data entry, computer skills
All agents hired are bilingual English and Spanish
All agents hired have call center or service oriented experience; proficient with computers; and are well acclimated with Western culture
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
CCC LOCATION SPECIFICS
106 year old registered and protected historic location located on Paseo Colon, Costa Rica’s main street in downtown San Jose
Company Incorporated in May, 2006
Two-storey 6,000 sq. ft. building
240 fully functional call center workstations
Operate 24 hours/7days a week/365 days a year
Training room can expand from 12 to 40 trainees
Lounge/break area with pool table, arcade machine, tv.
Easy access, walking distance from all bus lines, taxi stops, five star hotels, national and private banks, law offices, hospital, fitness centers, universities,
Federal Express, car rental companies, restaurants, parks, and governmental offices
Private parking available
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
Company Incorporated in May, 2006
Two-storey 6,000 sq. ft. building
240 fully functional call center workstations
Operate 24 hours/7days a week/365 days a year
Training room can expand from 12 to 40 trainees
Lounge/break area with pool table, arcade machine, tv.
Easy access, walking distance from all bus lines, taxi stops, five star hotels, national and private banks, law offices, hospital, fitness centers, universities,
Federal Express, car rental companies, restaurants, parks, and governmental offices
Private parking available
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
COSTA RICAN BPO FACTS
Close proximity to North America
Politically stable
Established infrastructure
95% literacy rate—Over 9,300 educational institutions; public education is free and mandatory
Tax laws favorable to international companies looking to invest
Expected implementation of a free trade agreement with the U.S. and related laws that are opening up the economy to more competition Every day, there are approximately 30 different passenger flights from Costa Rica to the US and Canada
Telecommunications
Redundant fiber optic submarine cables
Satellite and terrestrial microwave network in place to meet the demand of and lines, mobile and Internet services
New multinational suppliers are entering the market, providing private networks, Internet and mobile phone services
93% of electricity is generated from renewable sources (hydroelectric, Electricity, geothermal and wind)
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
Politically stable
Established infrastructure
95% literacy rate—Over 9,300 educational institutions; public education is free and mandatory
Tax laws favorable to international companies looking to invest
Expected implementation of a free trade agreement with the U.S. and related laws that are opening up the economy to more competition Every day, there are approximately 30 different passenger flights from Costa Rica to the US and Canada
Telecommunications
Redundant fiber optic submarine cables
Satellite and terrestrial microwave network in place to meet the demand of and lines, mobile and Internet services
New multinational suppliers are entering the market, providing private networks, Internet and mobile phone services
93% of electricity is generated from renewable sources (hydroelectric, Electricity, geothermal and wind)
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
COSTA RICA OUTSOURCING ADVANTAGE
Costa Rica is in lower Central America, between Nicaragua and Panama (10 degrees north of the equator)
43% of population are between the ages of 15 and 40 years old
Over a third of the population lives in San Jose (the capital city) A large, highly skilled labor pool of 2.05 million people with an unemployment rate of 7.3% (estimated to July 2010) Home to IBM, Microsoft, Procter & Gamble, Hewlett Packard and Intel outsourcing call centers Education
95 technical schools and 60 universities
The National Training Institute (INA) offers free technical training
Government commitment to the environment—25% of its land is protected territory Costa Rica is one of the most biodiverse countries on the planet
6% of the world's biodiversity Volcanoes, cloud forests, rainforests, dry forests, beaches
10,000 species of plants, 800 species of butterflies, 500 species of mammals, and 850 species of birds
28 national parks, preserves, conservation areas, and refuges
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
Over a third of the population lives in San Jose (the capital city) A large, highly skilled labor pool of 2.05 million people with an unemployment rate of 7.3% (estimated to July 2010) Home to IBM, Microsoft, Procter & Gamble, Hewlett Packard and Intel outsourcing call centers Education
95 technical schools and 60 universities
The National Training Institute (INA) offers free technical training
Government commitment to the environment—25% of its land is protected territory Costa Rica is one of the most biodiverse countries on the planet
6% of the world's biodiversity Volcanoes, cloud forests, rainforests, dry forests, beaches
10,000 species of plants, 800 species of butterflies, 500 species of mammals, and 850 species of birds
28 national parks, preserves, conservation areas, and refuges
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
COSTA RICA BPO ADVANTAGES
It is the only Latin American country included in the list of the world's 22 older democracies. The country is ranked third in the world, and first among the Americas, in terms of the 2010 Environmental Performance Index.
Christianity is the predominant religion, and Roman Catholicism is the official state religion according to the 1949 Constitution, which at the same time guarantees freedom of religion.
Population: As of 2010, Costa Rica has an estimated population of 4,640,000.[70] Whites and mestizos make up 94% of the population, whites being 80% and mestizos 14%,[71] while 3% are Black, or Afro-Caribbean, 1% Native American, 1% Chinese, and 1% other Language: The primary language spoken in Costa Rica is Spanish. Some native languages are still spoken in indigenous reservations. The most numerically important are the Bribri, Maléku, Cabécar and Ngäbere languages, some of which have several thousand speakers in Costa Rica – others a few hundred. About 10.7% of Costa Rica's adult population (18 or older) also speaks English, 0.7% French, and 0.3% speaks Portuguese or German as a second language.
Costa Rica, officially the Republic of Costa Rica is a country in Central America. It is located on the Central American isthmus, lying between latitudes 8° and 12°N, and longitudes 82° and 86°W. It borders the Caribbean Sea (to the east) and the Pacific Ocean (to the west), with a total of 1,290 kilometers (800 mi) of coastline, 212 km (132 mi) on the Caribbean coast and 1,016 km (631 mi) on the Pacific.
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
Population: As of 2010, Costa Rica has an estimated population of 4,640,000.[70] Whites and mestizos make up 94% of the population, whites being 80% and mestizos 14%,[71] while 3% are Black, or Afro-Caribbean, 1% Native American, 1% Chinese, and 1% other Language: The primary language spoken in Costa Rica is Spanish. Some native languages are still spoken in indigenous reservations. The most numerically important are the Bribri, Maléku, Cabécar and Ngäbere languages, some of which have several thousand speakers in Costa Rica – others a few hundred. About 10.7% of Costa Rica's adult population (18 or older) also speaks English, 0.7% French, and 0.3% speaks Portuguese or German as a second language.
Costa Rica, officially the Republic of Costa Rica is a country in Central America. It is located on the Central American isthmus, lying between latitudes 8° and 12°N, and longitudes 82° and 86°W. It borders the Caribbean Sea (to the east) and the Pacific Ocean (to the west), with a total of 1,290 kilometers (800 mi) of coastline, 212 km (132 mi) on the Caribbean coast and 1,016 km (631 mi) on the Pacific.
http://www.costaricascallcenter.com/page_builder.php?page=index.php&Lang=SP
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